Complaints
Version: OSA Baseline 1.0 | Date: 19 June 2026
Plain English summary: If you are unhappy with how we handled a content report, or with anything about how we run FormationFX as a regulated online service, you can complain to us. We will acknowledge it within 2 working days and aim to resolve it within 10 working days.
How to raise a complaint about our online safety practices
If you are unhappy with how FormationFX handled a content report, or with any aspect of our Online Safety Act 2023 obligations, you can raise a formal complaint:
Step 1 — Contact us
Email [email protected] with the subject line "OSA Complaint — [brief description]". Please include your account username, a description of the issue, and any relevant dates.
Step 2 — Our response
We will acknowledge your complaint within 2 working days and aim to resolve it within 10 working days. For complex matters we may take up to 28 calendar days; we will notify you if so.
Step 3 — If you remain dissatisfied
You may be able to escalate to Ofcom. Further information is available at www.ofcom.org.uk/online-safety.
FormationFX is regulated as a user-to-user service under the Online Safety Act 2023. Complaints are recorded in our internal complaints register and escalated to Matthew Hall, our Senior Responsible Individual, where they cannot be resolved by the designated handler.
To report a specific piece of content rather than raise a complaint about our practices, please use the report function within the app.